IT SUPPORT SPECIALIST SENIOR

Brief DescriptionEnsures proper computer operations for end users to accomplish business tasks. Resolves escalated end user help requests within established procedures. Provides support through coordinating computer moves addons changes software upgrades and configuration enhancements. Management Scope: May supervise and/or lead activities of IT Support Specialist I/II; leads helpdesk and desktop teams on medium and high priority projects.Detailed DescriptionRecords tracks and documents the service desk request problemsolving process including all successful and unsuccessful decisions made and actions taken to final resolution. Maintains equipment inventory; creates and maintains technical documentation. Contributes to the development and maintenance of IT procedures by identifying opportunities for improvement sharing best practices and updating documentation as necessary. Leads and assists in providing support to level I and II when request volumes are high. Communicates potential or real customer satisfaction issues to managers and IT team members. Applies diagnostic utilities to aid in troubleshooting. Accesses software updates drivers knowledge bases and FAQ resources on the Internet/Intranet to aid in problem resolution. Evaluates documented resolutions and analyzes trends to prevent future problems. Notifies management of emerging trends. Assists with software releases and rollouts according to change management best practices. Performs handson solutions including installing and upgrading software installing hardware implementing file backups and configuring systems and applications. Installs antivirus software and ensures virus definitions are up to date. Performs tests to ensure problem has been adequately resolved. Performs postresolution follow up with technicians as required. Develops help sheets and FAQ list for end users. Reinforces SLAs to manage enduser expectations. Performs other duties as assigned.
Job RequirementsEducation Experience and Training: Education and experience equivalent to a High School diploma/GED and four (4) years of related experience in modern desktop and server operating systems industryspecific computer software including application support experience with Microsoft Office 365 and mainstream web browsers. Industry related certifications preferred. Special Requirements/Knowledge Skills & Abilities: May require working evenings and weekends sometimes with little advanced notice. Rotating off hours and oncall support. Working knowledge of a range of diagnostic utilities including remote access ipconfig trace route and virus/malware utilities and removal tools. Experience working in an ITILdriven environment and working knowledge of ITIL principles and processes. Exceptional written and oral communication skills. Exceptional interpersonal skills with a focus on rapportbuilding listening and questioning skills. Strong documentation skills. Advanced knowledge of Microsoft Windows 10 operating systems and the Microsoft Office 365 suite of products. Knowledge of advanced computer hardware including desktops laptops and mobile devices. Maintain uptodate knowledge of IT operating procedures and standards as well as changing technologies; willing to accept future training and certification. Ability to conduct research into a wide range of computing issues is required. Ability to absorb and retain information quickly. Ability to present ideas in userfriendly businessfriendly and technical language. Highly selfmotivated and directed. Keen attention to detail. Proven analytical and problemsolving abilities. Ability to effectively prioritize and execute tasks in a highpressure environment. Exceptional customer service orientation. Experience working in a teamoriented collaborative environment. Excellent interpersonal and organizational skills with ability to lead and supervise. Ability to serve as a liaison with developers project managers and crossfunctional teams. Strong analytical and problemsolving skills. Excellent time management skills with a proven ability to meet deadlines. Proficient with Microsoft Office Suite or related software. Must possess a valid Texas Drivers License and good driving record. Will be required to provide a copy of 10year driving history. Must maintain a good driving record and remain in compliance with Article II Subdivision II of Chapter 90 of the Dallas County Code. Individuals holding or considered for a position which has or may have access to criminal justice databases including the FBI Criminal Justice Information Systems NCIC/TCIC and similar databases must pass a national fingerprintbased records check prior to placement in such position and may be denied placement in such positions and/or access to such systems. Individuals must also maintain the ability to pass the records check while in the position or until such time that the Commissioners Court and the County Civil Service Commission deem this position no longer has this requirement. Physical/Environmental Requirements: Physical requirements include occasional lifting/carrying of 510 lbs.; visual acuity speech and hearing; hand and eye coordination and manual dexterity necessary to operate computer keyboard and basic office equipment. Subject to handling walking sitting standing bending and reaching to perform the essential functions.Additional DetailsAn extensive preemployment background investigation will be conducted on all applicants who have been offered a position with Dallas County. The hiring process involves successful completion of each step. The steps include: Criminal History Review Traffic Violations Record Review of Personal History Statement and Documents Physical Examination and Background Investigation. Dallas County is an Equal Employment Opportunity Employer. AmeriCorps Peace Corps National Service Alumni volunteers and persons with a criminal background are encouraged to apply.